Issue with Linking Knowledge Base Articles in Support Tickets

Question

Hello,

When replying to a customer support ticket in CSM, we often need to include links to relevant knowledge base articles. However, the link insertion feature only allows us to search and link to other support tickets, not knowledge base articles.

In this context, linking to other tickets is generally not useful. The search should also include knowledge base articles so they can be selected directly when composing a response.

Currently, we have to manually navigate to the portal, locate the article, copy the URL, and then paste it into the ticket response. This creates unnecessary extra work and reduces efficiency.

Could you please advise why this doesn't work and when this will be fixed?

Thank you.

Aaron

aaronhoffman · Answer

Hello,

I'm using the following link button:

Are you suggesting to use 'Knowledgebase' section under Details and the "Share via comment" will give the URL (on the portal) which can then be shared with our customer(s)?

Thank you,
Aaron

Dan Breyen · Answer

Hi @aaronhoffman correct me if I'm wrong, but are you using the 'Link Work Item' to try and link a Knowledge Base article?  I'm not sure if you're aware of the 'Knowledge Base' section in the 'Details' section. That's how I can search my Knowledge Base articles, and then click the 'Share via comment' icon and it will add a link to that Knowledge Base article as a comment to your work item.

I would suggest trying that and seeing if that will work for you.